Include the details of the charge
Send the request privately. A public review or community message is not a secure place to investigate an individual payment. Use only the payment details needed to identify the transaction.
- The email address associated with the purchasing account.
- The date, amount and currency of the payment.
- A receipt or transaction reference, if you have one.
- A short explanation: for example, a duplicate payment or access that did not appear.
- Any existing support reference so the same issue can be followed up.
A request is reviewed, not pre-approved
The support process reviews requests individually. The purchase terms generally make purchases non-refundable except where mandatory applicable law requires otherwise. Sending a request does not guarantee its approval.
Describe what happened in chronological order. If a feature did not work, identify the feature, the time of the problem and any error you saw. Avoid sending repeated copies of a complete private conversation when a short description is enough.
Cancel renewal separately if you do not want another term
Open the subscription settings and complete cancellation if your goal includes stopping the next plan payment. Keep the confirmation. Do not assume a refund enquiry has changed the renewal setting.
The email should distinguish these two outcomes: review the earlier charge, and confirm whether the plan will renew. Support needs to know which payment and which subscription state you are asking about.
Keep your receipt and support reference
Retain the original receipt, your request and any response. If more information is requested, reply in the same conversation so the payment details stay together.
Never send full card details, a security code or a banking password. If the purchase was not authorised by you, contact your payment provider through its own support process.
Questions
Is there an automatic refund button?
Contact support to request a payment review. There is no automatic refund control in the app.
Does cancelling a subscription also request a refund?
No. Identify the existing charge in a separate payment-review request.
What if the same issue has an open support ticket?
Reply using the existing support reference and add the missing transaction details rather than opening duplicate requests.